Is Facebook Slipping as a Top Customer Service Channel?

Are all of the reports about how advantageous Facebook is for customer engagement just one big lie? Businesses everywhere have been happily bouncing upon the social media springboard to gain leads, secure sales and, most importantly, establish stronger relationships with their customers. While social media is a strong and growing way to connect with customers, research shows that there may be something we don’t know.

We’ve all heard it before: Companies need an active fan page and should be targeting their customers using the world’s largest social networking platform. But what if your customers aren’t all that keen on embracing you on Facebook? In a recent infographic compiled by application developer Woobox, it was revealed that only 34 percent of brands actually ask what types of content their Facebook customers are looking for. Furthermore, issues involving clutter and privacy concerns continue to affect the site’s success for some.

In actuality, customers turn to Facebook primarily for deals and promotions (83 percent of survey participants cited this as a top priority) and rewards and programs (cited by 70 percent). So if your contact center has been placing a huge emphasis on servicing your customers through Facebook, then it may be time to take your social media service strategy to new platforms, such as Twitter.

Infographic data continues to show that 36 percent of customers who like your Facebook fan page will quickly flee if they feel that you are overwhelmingly trying to contact them. Additionally, 30 percent will leave if they begin questioning their security or privacy.

At the end of the day, this boils down to future-proofed, transformative digital call center software that can support rapid changes in customer service channels.

What do you think about the state of servicing customers via Facebook? Click here to explore the infographic in full and let us know!